• First member and Technical Lead of a new pre-sales/internal support team tasked with answering and resolving technical questions and high-priority issues regarding high-performance server systems - Provide product recommendations based on customer specs, confirm validation statuses, and provide technical info regarding specific components or systems • Provide project oversight for various ongoing IT projects, including: project monitoring and tracking, project documentation and reports, and conducting project presentations for stakeholders and upper management • Revised technical support team SOPs leading to improved Ticket resolution times (100%), Customer response times (60%), Customer satisfaction rate (30%), and Chat success rate (50%) • Create training documents and reference guides for team members to use while supporting users • Work with Engineering team to resolve any bugs/issues with products available in Configuration tool

• Fulfilled a pivotal role as sole IT support present in Silicon Valley • Administered local domain server and firm’s Active Directory • Maintained and distributed deployment images for new and current staff